How to Handle Rejection – A Telemarketers Guide

If you are a telemarketer, it’s imperative to have ‘thick skin’. This industry has unfortunately been given a bad reputation in the past due to underhand sales techniques in the business to consumer industry, however, we overcome this through consistently high results and strong, moral brand values.

How to handle rejection - A telemarketers guide

Although it seems obvious, the best way to overcome rejection is through positivity. Remaining confident and in high spirits will allow you to carry on with the task you set out to achieve without becoming downhearted. Productivity will increase as less time will be spent dwelling on aspects that cannot be changed. It’s vital to remain positive when accepting the next call, as a negative, downbeat attitude will become apparent to the contact at the other end of the line and you will lose the sale before you have even begun. One of the most successful tips within telemarketing is to pick up the phone immediately after generating a lead, as that positive energy will pass on to the next prospect.

 

When handling rejection, it’s important to recognise where things go wrong and consequently learn from them to prevent them from occurring again. Telemarketers can then utilise peer to peer learning, which in turn helps the whole team to improve. Sharing experiences of what has worked and what hasn’t worked will help to eliminate problems for people quickly and more efficiently, making the whole operation run more smoothly. Otherwise, the whole team would be making the same mistakes and it would take a lot longer to become experts in the industry. We hold regular team meetings at the Lead Lab, during which we listen to call recordings of both good and bad sales pitches and analyse them together. This helps everyone understand the standard to which we work to as a company, so we can continue to generate successful results.

 

There are many occasions in telemarketing when the contact isn’t ready to buy at the specific time you call. That’s why it’s still important to get as much information across as possible; to inform them of why they do need the product you’re offering. After more consideration and discussions within their own business in the near future, they might come to the decision that they are ready to buy – and in that moment, you want to be in the forefront of their minds. This is achieved by communicating as a memorable brand and providing efficient information.

 

Lastly, negatives must always be changed into positives. Contacts may challenge certain aspects of the product/service you’re offering, but this is the best opportunity to convert them; their outlook may seem negative, but they are giving you the chance to answer their queries and investigate whether they can benefit from the product/service on offer. If, however, they are unlikely to benefit from the offer, we end the conversation politely and proceed to the next call. Ultimately, we do not want to waste anyone’s time – our sole mission is to improve people’s businesses, whether that is our clients or the prospects we are calling.

Telemarketing – Breaking the Stigma

Unfortunately, it’s well known that telemarketing has a bad reputation. We spoke to our Managing Director and Group CEO, Toby Blatchford-Tagg, to see how he deals with the stigma and how he responds to this on a day-to-day basis.

TELEMARKETING- BREAKING THE STIGMA

“I think that telemarketing gets a bad name from the consumer industry, I feel this came from the boom of window sales along with other consumer services since the 1980s. B2B telemarketing is completely different; we contact highly professional businesses with the intention of offering a service that contacts are genuinely likely to be interested in and also likely to benefit their respective business.”

 

Although our service differs to the common misconception of telemarketing, it doesn’t change the fact that some people have immediate apprehension with what we do. This is why we feel it’s important to give people a better understanding of our services and the processes we use, after which they will be well informed about the industry and can base their opinions on tangible facts.

 

“Here at The Lead Lab, we stand firmly against traits such as ‘phone bashing’ and harassment, that’s not what we’re employed to do. We believe each individual person we speak to deserves to be treated with respect and consideration. Although I find myself defending what we do, I can’t defend the behaviour that some companies adopt, which include scams and cons. These companies inherit a ‘rough culture’ in which the only thing that matters is the sale – and not the person on the other end of the phone. We want to offer a service that is actually going to help a business in one way or another. If it doesn’t, we move on in a polite and respectful manner. There needs to be mutual gains for our service to work.”

 

There are a number of huge benefits to lead generation and telemarketing services that aren’t often talked about. For example, telemarketing to generate brand awareness is often utilised by charities to make people aware of certain projects or fundraising throughout the year. Brand awareness is a huge asset to a business as it allows people to know the business exists – which is one of the hardest things to achieve in a saturated industry with plenty of competitors. Another simple benefit is the amount of created opportunities which would not have existed otherwise, this gives businesses a platform to engage with ‘warmed up’ prospects who are already qualified and are interested in what they have to offer, increasing the likelihood of conversions.

 

“If I had to say one thing to people who thought negatively of telemarketing and lead generation I would simply say – we’re not all the bad guys. Our business values and culture reflect our success and ultimately, we want to increase sales for the client and offer a beneficial service to prospects, as well as creating a motivating place for employees to spend their days.”

 

To find out more about the way our business works and how it could help increase sales and business growth, contact us on 0333 207 0540.

Telemarketing with a Sprinkle of LinkedIn

Who doesn’t like sprinkles, anyway? Here at The Lead Lab, we think it’s important to go the extra mile and offer something a little bit different with our telemarketing. After all, our tagline is ‘We do things differently’, and we make sure we live up to that.

TELEMARKETING WITH A SPRINKLE OF LINKEDIN

As an optional add-on, we team up with The Social Media Lab to supercharge our services to a different level. The Social Media Lab is our sister business and specialise in all things digital marketing, including Social Media Management, Facebook Advertising, Social Lead Generation and much more. We use their ‘LinkedIn Lead Machine’ to go hand-in-hand with our telemarketing process to maximise results.

 

The ‘LinkedIn Lead Machine’ is a new method of targeted prospecting to find potential new clients on LinkedIn. The Social Media Lab establishes a set criteria to match your target market and then connects with the appropriate contacts on your behalf, before sending them a personalised 2-staged message to explain the offering and why it would be suited to their business.

 

If a prospect responds positively, they are passed immediately to the telemarketer to follow up via a telephone call and/or email marketing. Evidence shows that a hot lead which is left for more than 48 hours becomes cold and uninterested, which is why this process is paramount.

 

Using a range of marketing channels is key because it allows us to achieve the best possible results. Utilising different touchpoints to reach the prospects who are most likely to be interested in your product, and by using multiple platforms to do so, you can appeal to the prospect in a way that is more suited to them as a personal preference; Heightening conversion rates and, in turn, increasing your sales.

 

We have had great success with this process, and although it is completely optional, we highly recommend this to get the upmost out of your campaign.

 

To find out more about this service, get in touch on 0333 207 0540, or alternatively, you can get in touch with the Managing Director of The Social Media Lab, Joe Rowbotham, on 0333 207 0549.

Quality Trumps Quantity

Here at the Lead Lab, we always work by the ethos that quality trumps quantity. It’s what makes our service valuable and retainable. Telemarketing is a competitive industry and quality control is a major factor which affects both reputation and brand; two things we care about a lot.

 Quality Trumps Quantity

This ideology has shaped a lot of our processes, with our day rate proving to be a good example. The reason we work on a day rate is because our experience has shown this to be the best way to generate high quality leads through our telemarketers.

 

We believe that a ‘Pay Per Lead’ system encourages telemarketers to generate high volumes of ‘leads’ that do not necessarily qualify against client needs, which ultimately is a waste of the client’s time, the telemarketers time, and our time as a business.

 

We strive to be efficient and to provide a high return of investment for anybody who chooses to work with us, meaning that the significance of one lead conversion is of much higher value than 10 leads that do not convert.

 

We utilise quality control by having complete clarity with the client on what they want and what they describe as a lead, which can differ for every business dependent on sector, target market and location, as well as many other factors. We can then qualify any generated leads based on set criteria approved by the client, leaving no space for any misunderstanding from the telemarketer and no low-quality leads passed to the client – meaning that everybody is happy!

 

We spend a lot of time communicating with our clients before a campaign starts, mainly to understand the standards and culture of the business we’re working with. We never fall short on the representation of our clients, which is something we pride ourselves on and one of the most important values of our reputation.

 

 

To find out more about what we do and how we work, get in touch on 0333 207 0540 for a non-committal chat.

Bitcoin, The Craze That Caught Everybody’s Attention

In 2017, Bitcoin exploded. Over 40 billion dollars was invested into the cryptocurrency, which is why it’s been the main topic of conversation over the past 12 months.

Bitcoin, the craze that caught everybody's attention

I spoke with our Managing Director, Toby Blatchford-Tagg, to find out his views and opinions on the matter.

 

“The first time I really experienced the boom of Bitcoin was on my flight to Las Vegas last year. I stood up from my seat and nearly every passenger was watching the film ‘Banking On Bitcoin’ on their personal screens. I realised that Bitcoin was something that everyone has taken an interest in, and I wanted to find out more about it, which proved the marketing and PR had worked a dream.”

 

“I often relate it to our telemarketers working on their campaigns. The people who invested in Bitcoin want to promote it as much as possible, in order for their investment to rise. It works in the same way that a telemarketer wants to create as much brand awareness for their client to create success, as their own success and financial benefit lies within that client’s success.”

 

It’s not just the marketing which induced the success of Bitcoin, of course, the integral and intricate technology behind the digital currency is what creates its physical value, but when people spread the ‘buzz’, that value dramatically increases.

 

“However, Bitcoin’s value had dropped by a staggering 50% in the last month, and I believe this is largely due to 8 countries banning/illegalising the digital currency as it’s not backed by any central bank or government, which I think creates doubts in everybody’s mind. I’ve heard many stories of investments vanishing overnight, which is always a risk with web-based products.”

 

China and Russia are the two largest countries to have banned Bitcoin and reducing the currency’s potential, along with Nigeria, Columbia, Bangladesh, Bolivia, Vietnam and others.

 

“I did think about investing a long time ago, especially after seeing the characteristic similarities between our own telemarketing business. However, I personally prefer to invest my money in long-term projects, despite the slow return, as I feel assured that the investment isn’t going to go ‘out of fashion’”

 

Brand awareness is vital for any business growth, which is demonstrated by the Bitcoin craze. Here at The Lead Lab, that’s exactly what we do for our clients. We reach out to potential prospects and introduce our clients’ offering, getting their name out to people who would have never known they existed beforehand. Our success is in direct correlation to the success and retention of our clients, meaning their best interest is always at the heart of our campaigns.

 

To find out more about how we can generate leads for your business, get in touch on

0333 207 0540.

Artificial Intelligence – What Everyone’s Talking About.

Recent news suggests that scientists aren’t far from creating the ultimate customer service robot, and after considering the pros and cons, Toby Blatchford-Tagg, our Managing Director, gave us some insight into his thoughts and opinions on the matter and how it might affect our industry.

 

“17 years ago, when I started telemarketing, I used a ruler and highlighter to work through a call sheet. Now we have computers created with the fastest technology available, running web based software which dials multiple numbers at once, putting you through to the prospect which answers the quickest. Productivity is leaps and bounds above what it used to be.”

 Iphone X

Since the development of diallers and collaborative technologies such as Google Sheets and instant messaging services, it’s no wonder the technology industry has now progressed to Artificial Intelligence. There are constant improvements and upgrades being made to operating systems which are designed to carry out your actions faster and easier.

 

“Switching from a ruler and highlighter to auto diallers and multi-use spreadsheets in 20 years only makes me excited to see what the next 20 years will bring. Nobody knows what developments will be made, but it’s intriguing to predict the possibilities. I believe that in a further 50 years, there will be human-like technology that could potentially replace us.”

 

At present, nothing can replace human interaction and genuine synergy. Our telemarketers pride themselves on the personality they bring to the companies they represent. Building relationships and conversing with real interest are the keys to a successful campaign and we fully recognise that.

 

“There are so many opportunities to improve our industry in the next 10-20 years, it will be compelling to see how we adapt and develop as a result. Telemarketing is timeless unless they can make a machine communicate as well as a human, but that may never happen.”

 

 

To learn more about The Lead Lab and how we could help your business growth, talk to one of the team on 0333 207 0540.